Refund policy

1. Returns

We offer a 14-day return policy. You have 14 days after receiving your item to request a return.

To be eligible, items must be unused, in their original condition and packaging, with all tags attached. You will need your order number or proof of purchase.

To start a return, contact us at hello@lumera.co.th with your order number and reason for the return.

2. Non-Returnable Items

The following items cannot be returned:

• Blind box and blind bag items (including gachapon capsules), as contents are random by nature — see section 3 below
• Custom or personalized orders
• Items marked as "Final Sale"

3. Blind Boxes, Blind Bags & Gachapon Capsules

Many of our products are "blind box" or "blind bag" items, including gachapon capsules, where the specific item inside cannot be chosen in advance. For gachapon capsules, our team randomly selects capsules without bias. Because of the random nature of these products, we cannot accept returns or exchanges based on the item received.

Full sets: Where stock allows, you may purchase a complete set of a blind box or gachapon series at the individual item price with a 10% discount. Full sets may not always be listed as a product — please message our team at hello@lumera.co.th to arrange this.

4. Authenticity

All Japanese items sold by LUMERA are guaranteed authentic and imported directly from Japan. Artist items are sourced directly from the artists we work with. If you believe you have received a non-authentic item, please contact us immediately.

5. Damages & Incorrect Items

Please inspect your order upon delivery. If an item is defective, damaged, or incorrect, contact us immediately at hello@lumera.co.th so we can resolve the issue.

6. Return Shipping

Return shipping costs are the responsibility of the customer, unless the item is defective or we shipped the wrong item — in which case we will cover return shipping.

7. Exchanges

We do not offer direct exchanges. To get a different item, please return the original item and place a new order once your return is approved.

8. Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved. Approved refunds are processed to your original payment method within 10 business days. Your bank or card issuer may take additional time to post the refund.

If more than 15 business days have passed since your return was approved and you have not received the refund, please contact us at hello@lumera.co.th.

9. Order Cancellation

• Orders that have not yet shipped may be cancelled by contacting us at hello@lumera.co.th. A full refund will be issued to your original payment method.
• Orders that have already been shipped cannot be cancelled. You may request a return once the item is delivered (see above).
• Pre-orders cannot be cancelled once placed. If we are unable to deliver within 2 months of the order date, we may cancel the order automatically and issue a full refund, or contact you to confirm whether you wish to continue waiting. See our Shipping Policy for full pre-order details.